Refund policy

Right of Withdrawal for Online Purchases

In accordance with applicable Chilean law, customers may exercise their right of withdrawal within 10 calendar days after receiving the product, provided that it has not been used and remains in the same condition in which it was received.

To request a withdrawal, the product must retain:

  • Its original packaging, labels, and accessories.

  • Its original condition, without signs of use, wear, handling, dirt, or damage.

  • The receipt or order number.

Earrings and other personal-use items must remain completely unused and in their original packaging. This condition does not limit consumer rights when a product is faulty or defective.

Voluntary Exchanges

MJOYAS accepts voluntary exchange requests due to size, model, or personal preference within 7 calendar days after delivery or an in-store purchase, provided that the product is unused, complete, and in its original packaging. This voluntary 7-day policy is additional and does not reduce the statutory right of withdrawal applicable to online purchases.

Exchanges are subject to stock availability. If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, MJOYAS will advise the customer of the available options.

How to Request a Return or Exchange

The customer must contact MJOYAS via WhatsApp at +56 9 6909 2212 or by email at [EMAIL ADDRESS], providing:

  • Full name.

  • Order number.

  • The product they wish to return or exchange.

  • The reason for the request.

  • Clear photographs if the product is damaged or defective, or if an incorrect product was delivered.

Once the request has been approved, the product must be sent or delivered to:

MJOYAS
Colón 482, 4440000 Los Ángeles, Biobío, Chile

Products must not be sent before contacting MJOYAS.

Return Costs

When a return is made under the right of withdrawal or an exchange is requested due to personal preference, the customer will be responsible for the return shipping cost unless MJOYAS states otherwise.

If the customer receives an incorrect product, a product with a manufacturing defect, or a product that arrived damaged, MJOYAS will cover the reasonable cost of returning or collecting the product, as applicable.

Inspection and Refunds

After receiving the product, MJOYAS will inspect its condition and notify the customer whether the return has been approved. When a refund is due, it will be issued through the original payment method whenever technically possible. The time required for the funds to appear will depend on the customer’s bank or payment provider.

Original shipping charges are not refundable for returns based on personal preference, except where applicable law provides otherwise.

Statutory Warranty

If a new product develops a fault or defect within 6 months after delivery, the customer may exercise the statutory warranty and request, as applicable, a free repair, a replacement, or a refund.

The statutory warranty does not cover damage caused by misuse, impacts, contact with chemicals, unsuitable moisture exposure, normal wear and tear, improper storage, or failure to follow care instructions. MJOYAS will not restrict any non-waivable right granted under Chilean law.